Director of Customer Support (Fully Remote)

AssetWatch; United States; Remote; USD 140,000 - 210,000; Full time

Job summary

AssetWatch is seeking a senior leader to steer global customer support operations. You will lead Tier 1 and Tier 2 teams, establish clear performance standards, and build robust metrics to drive continuous improvement.

The role requires cross-functional partnership with Product, Engineering, Success, and Sales to align goals. You will own the annual operating plan and headcount planning, and run leadership development programs for Team Leads and Managers.

Qualifications

• Experience leading large support teams and setting performance standards.
• Proven ability to build and track metrics to drive improvements.
• Strong cross-functional partnering with Product/Engineering and Sales.

Responsibilities

• Lead Tier 1 and Tier 2 support teams through reorganization and establish performance standards.
• Build metrics frameworks and co-own annual operating plan and headcount planning.
• Run a leadership development program for Team Leads and Managers.
• Own support quality and reduce repeat contacts and ticket volume; manage escalations for Sev 1 incidents.
• Lead executive reviews of incidents with strategic accounts and present health metrics.

Skills

Leadership

Team management

Cross-functional collaboration

Incident management

Education

Bachelor's degree in a related field

Job description

• Lead Tier 1 and Tier 2 support teams through reorganization and create clear performance standards.
• Build performance metrics and frameworks, and co-own annual operating plan and headcount planning.
• Run a leadership development program for Team Leads and Managers.

Operations, Quality, and Hardware Outcomes:

• Own support quality and reduce repeat contacts and ticket volume.
• Lead escalations for Sev 1 incidents and strategic accounts, and provide executive incident reviews.
• Reduce recurring hardware issues through root-cause investigations with cross-functional teams.

AI, Product, and Cross-Functional Leadership:

• Lead AI integration for 100% tool adoption and 20%+ agent productivity gain within 18 months.
• Serve as primary liaison between support and Product/Engineering teams.
• Present quarterly support health metrics to executives and partner with Customer Success and Sales.

AssetWatch

AssetWatch powers manufacturing uptime through condition monitoring for global manufacturers. We are a devoted and capable team of world-renowned engineers and business leaders, growing rapidly and building the future of predictive maintenance.